Sales Manager

Jennifer R. Galbraith Client Success through Business & Technology

Leadership

CEDAR PARK, TEXAS 78613 512-***-**** (MOBILE) (

*************@*****.***

Program and Product Manager

ENGAGEMENT ( CLIENT SERVICES ( PRODUCT MANAGEMENT

GLOBAL PROGRAM, PRODUCT, AND CLIENT SUCCESS MANAGER with more than 10 years

of experience developing and directing high visibility technology,

business, and product programs in high tech, telecommunications,

media/entertainment, oil and gas, banking, and retail segments.

Passionate program-driver with success managing on-time delivery of

projects from $100K to $20M+ while exceeding stakeholder expectations.

Exceptional problem solving skills with the ability to dive to the details

of process and technology from the heights of executive strategies.

Consistent success initiating and maintaining productive relationships with

stakeholders at all levels and the ability to build consensus and influence

contributors. Lead, mentor, and coach multiple, cross-functional program

teams even in roles without direct authority.

Technical Skills: Software - Oracle. Salesforce.com. Test Director / HP

Quality Center. Microsoft Office Suite, Project, Visio, Access. Language

Background/Familiarity - Java, .net, PL/SQL, HTML, ASP, XML.

Highlights of Project, Program and Technology Product Leadership

eCLerx LLC, Austin, Texas / Headquartered in Mumbai, India 2009 -

Present

Knowledge Process Outsourcer creating and executing operations/business

support services in sales/marketing and financial services to global

Fortune 500 companies.

Client Services Senior Manager: Direct global sales, marketing, services,

and analytics program portfolio valued at $22 million, in the on-site

management of a high-profile engagement with one of eClerx largest clients,

a Fortune 50 company. Manage 200+ resources in India while partnering with

client and eClerx senior leadership to ensure India-based resources are

complying with client goals, business plans, and service level agreements

(SLA) in the execution of services and deliverables. Provide strategic

insight to India leadership in client account, competitive, and industry

opportunity planning.

Expedite program deliverables while penetrating existing and new client

contacts to identify and capture new opportunities. Drive achievement of

revenue targets through extensive networking and the solution design

matching eClerx capabilities to client needs. Coordinate client

procurement/account management and supplier team to advance contracts,

invoices, and payments. Partnered with clients to achieve drastic cost

reductions while improving performance through application data-driven

business and process solutions consultation.

. Reversed client dissatisfaction in many portfolio engagements and

transformed portfolio risk to headcount growth and resultant portfolio

revenue increase-growing 30+% within first 9 months. Executed a strategic

assessment of the portfolio and prioritized engagements while leading

proactive team/management/client communications to develop and deliver

target actions plans addressing client concerns.

. Decreased business support helpdesk response time by 50%, improving SLA

performance compliance.

. Contributed to 25% (approximate) growth in client accounts outside of

assigned base by identifying and recommending revenue opportunities in

packaging standardized offerings for broader client availability.

. Expedited client's ability to convert leads to sales by leading data

cleansing improvement initiative that reduced mapping time by 125%.

. Facilitated the close of nearly $1M in pending revenue through

application of client master data update and approval workflow that

improved accuracy in revenue and reconciliation processes.

. Achieved a significant increase B2B engagement positioning, generating a

lower cost of sales, through global standardization of B2B onboarding

processes.

. Enhanced operational/resource capacity by championing report automation.

Drove the standardization of the pipeline process that improved

opportunity/transition management while optimizing business forecasting

and HR offshore recruiting.

Jennifer R. Galbraith ( Page 2 512-***-**** (Mobile) (

*************@*****.***

Dell, Inc., Round Rock, Texas 2004 - 2009

$60B (2009) multinational technology corporation employing 75,000+ in the

sales and support of hardware, software, and services.

Global Program Manager - Retail IT (2008-2009): Served as key contributor

to the Dell's retail success. Led 5-8 IT team members while coordinating

20+ business analysts, project managers, and development contributors in

the delivery of sales operations, order management, reverse

logistics/returns, and services technology projects. Prioritized business

requirements across global business teams and established roadmaps aligning

IT to solutions to business requirements.

Ensured the completion of deliverables to meet business needs, coordinating

schedules, budgets, timelines, and dependencies. Assessed technology

infrastructure and business processes of retail partners to define solution

requirements. Identified and resolved major gaps in technology coverage by

documenting end-to-end retail processes. Facilitated meetings with IT and

business leadership and published monthly steering committee presentations.

. Delivered a 15% reduction in technical support calls from retail end

customers while eliminating retailer and end-customer dissatisfaction by

leading the development of an automatic end-user-purchaser identification

application.

. Slashed the retail order entry process from 3+ hours to < 30 minutes

through automation implementation.

. Championed the adoption of Salesforce.com, improving retail sale tracking

and sales team collaboration.

Global Program Manager - CRM (2007-2008): Managed 50+ global cross-

functional resources in the delivery of enterprise CRM solutions, directing

major enterprise sales and partner deployments. Partnered with front-line

stakeholders and senior managers to ensure on-schedule rollout of

deliverables for all project phases, including user access set-up and

training. Engineered and steered deployment plan, developing activity

assignment model for business analysts and mitigating business risk.

Coordinated product feedback into the product roadmap for Salesforce.com.

. Planned and directed global deployment of Salesforce.com to 10,000 Dell

sales users in 15+ countries, one of the largest Salesforce.com instances.

Achieved corporate-record efficiency, as the fastest software deployment

for Dell, while enabling the decommissioning of 25+ regional applications.

Received VP Award for Business Partnership.

. Realized $36M+ benefit to Dell in revenue increases and cost savings

through Salesforce.com project leadership. Coordinated regional planning

with segment/regional decision-makers, prioritized technology and business

dependencies, established and steered global roadmap to successful

conclusion.

. Led the launch of a pilot partner program to 250 partners within 8 weeks,

meeting market-announced deadline of Michael Dell. Managed growth to

20,000 partners while expanding feature capabilities to earn CIO award.

Global Technology Product Manager - Sales and Marketing (2004-2007):

Coordinated business and IT activities in the envisioning, development,

test, launch, and post-launch support of new solutions or enhancements to

Dell Online and transactional call-center systems. Prioritized and

positioned projects, working with businesses in the development of business

cases to drive IT prioritization. Functioned as subject matter expert and

led global after-point-of-sale service entitlement program-a key Dell

business initiative-earning Center of Excellence Award. Served as co-lead

on an Asia-Pacific online transactional globalization project. Mentored

newly-positioned product managers.

. Streamlined a cumbersome, phone-queue warranty extension processes,

generating more than $15M in annual incremental revenue through

implementation of on online system for warranty extension or upgrade.

System evolved to become a continued new revenue channel in the sale of

additional consumer services.

. Generated an additional 30% in direct-to-consumer upsells above an

overall 20+% increase in online sales after redesign of the online system

configurator, creating a simplified user experience.

Previous Analyst and Consulting Experience

Global Business Analyst, National Instruments (2003-2004): Optimized IT-

business processes, as sales/marketing analyst/project manager leading

development of Oracle 11i and customer web applications. Contributed to

Oracle 11i upgrade for Japan location. Established testing organization

contributing to higher quality and significantly reduced defect resolution

timelines.

Senior Consultant, CapGemini Sogeti (2002-2003): Managed training of

200+ suppliers and system integration ensuring supplier adoption supporting

the launch of an online procurement system for Shell Oil Products US.

Defined and implemented testing methodology, automated testing scripts, and

new testing software that reduced project lifecyle by 20% for BNP Paribas.

Consultant, Accenture (1999-2002): Progressed to team lead/project

management roles from analyst functions for multiple clients including AT&T

Wireless, AT&T Long Distance, and Wolters Kluwer. Managed client-facing

engagements in retail applications and legal, banking, and CRM data

warehousing and database search. Contributed to internal performance

improvement initiatives.

Education

University of Texas at Austin, Texas.

Bachelor of Science in Speech Communications - Corporate Communications

Focus. Graduated with high honors.

Core Expertise

. Business Development & Presentation Skills

. Budget, Schedule & Resource Direction

. Remote / Offshore Management

. IT Technical Leadership

. Development, Testing & Quality Assurance

. Enterprise Software / Applications / SaaS

. E-Commerce / Back-End Integration

. CRM / Data Analytics

.

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